Zhongxin Jingwei, January 11 (Chang Tao) Online shopping master Ms. Du has a "trick" to deal with the delivery of express delivery to the door. "After seeing that the courier has begun to deliver, I text the courier, tell him the single number and let him deliver the door, otherwise complain." Ms. Du said that although this was a bit "unkind", it was also a helpless move. "It takes 15 minutes to go back and forth from home to the station, and if you pick up large pieces, you are often tired and sweaty, and it is simply inconvenient for the courier not to deliver it to the door."
Behind Ms. Du's "helplessness" is a "common disease" of the current end-of-line delivery industry: do not contact in advance, directly put the express cabinet or station.
In fact, many places have issued relevant rules, clearly stating that without the consent of users, express mail must not be put into the smart express box or station. The State Post Bureau has also recently issued a relevant notice to clarify that express delivery companies are not allowed to deliver express mail to smart express boxes without authorization. However, from the actual situation, the phenomenon of express delivery "fast but not delivery" is still relatively common. So why is this problem so long to solve? Who should the board be hit on?
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Why is the courier "fast but not delivered"?
The delivery of couriers is a long-standing problem. Han Jun, the person in charge of a franchised express delivery outlet in Lixia District, Jinan City, has ten years of experience in the express delivery industry, and he told the reporter that the phenomenon of express delivery not coming to the door has existed since the day he entered the industry, and it is not only in recent years.
"At that time, there were no express cabinets, no stations, and they were generally placed directly in the community communication room, or placed at the door of the unattended unit building, resulting in the phenomenon of losing pieces and taking pieces by mistake." Han Jun said, "In the past two years, with the obvious improvement of users' requirements for express delivery service levels, the express delivery industry has also begun to pay attention to high-quality development, and the contradiction that express delivery is not door-to-door has also received unprecedented attention." ”
However, for why express delivery can not be "home delivery", Han Jun said, "This is more of a courier's choice to ensure the interests, express delivery outlets in addition to frequent reminders, there is no more effective way." ”
Behind the courier not coming to the door, the most direct thing is an economic account that falls on the courier.
Zhongxin Jingwei reporter learned from a number of couriers that under the condition that the courier does not deliver to the door, a skilled courier can still earn more than 0.5 yuan per order per day, and the dispatch fee ranges from 0.7 yuan to 0.9 yuan per single. However, if the courier comes to the door, the daily dispatch volume will be greatly reduced, "up to half".
Wuhan courier Liu Chao (pseudonym) told the reporter that he could send about 350 orders in a full day of work, and the dispatch fee was 0.8 yuan a single. In addition to the expenditure of express lockers and stations, he received more than 200 yuan a day. But if every single piece is delivered to the door, it may not even be possible to deliver 200 pieces a day, and the income will certainly be much lower than it is now. "If it were you, what would you choose?"
Behind this economic account, it is the reality that express delivery companies and outlets have a single assessment method for terminal couriers. "We just count the money according to the number of pieces, send more and earn more, if we can't complete the task, we still have to deduct money, and every piece is called and sent to the door, it is too difficult." Liu Chao said.
Infographic Photograph of the new longitude and latitude
In the view of Zhao Xiaomin, an expert in the express delivery industry, this is the most direct and important reason why express delivery does not come to the door. "In addition, the price of express delivery is seriously inverted (the actual cost is lower than the market price), resulting in the income of couriers can not be raised, and at the same time, in the face of the rapid growth of express delivery orders, enterprises have not taken the initiative to change, which is also an important reason." Zhao Xiaomin said in an interview with a reporter from China-Singapore Jingwei.
In the view of Yang Daqing, an expert in the logistics industry, there are many factors in the courier's private delivery cabinet: first, the lack of express delivery personnel, it is difficult to deliver each piece on time; second, the standard management of the end of the express delivery is insufficient, and there is "lazy delivery"; third, the courier doortime is misplaced with the consumer's time at home, and the courier cannot contact the consumer. "But in either case, storing a cabinet without the consent of the consumer is an act of ignoring the consumer's right to choose and failing to fulfill the contract." Yang Daqing said.
Who should the board be hit on?
Zhongxin Jingwei reporter noted that on the social platform, many netizens reflected that after placing an order on the e-commerce platform, what they waited for was often not a product courier, but a pickup TEXT message, but no courier asked himself beforehand whether he could put it in the express locker or station.
In fact, in addition to the inconvenience caused to the recipient, the courier is also prone to some problems, such as inability to verify in person, who is responsible for the loss of items? How can elderly people who live alone and have limited mobility pick up the courier?
Ms. Du told the reporter that once the goods she bought were directly placed at the door of the unit without consent, she called and asked the courier why it was not delivered to the door, but the other party replied, "Every piece is sent to the door, all call, you can only send a few pieces a day, you want to complain about it." ”
Some netizens said on the social platform, "I feel that the express delivery was door-to-door earlier, but since there are smart express boxes, stations, etc., express delivery has gradually stopped coming to the door." "So, if the courier does not come to the door, should the responsibility be put on the express terminal service facilities such as Fengchao and Cainiao Station?"
Yang Daqing believes that express delivery services are standardized services, and the service agreement stipulates that the delivery service to the door is not the service to the smart express cabinet or other terminal service facilities. If the courier stores the cabinet without the consent of the consumer, it is a breach of contract of the courier service, but it is untenable to only attribute the problem to the express cabinet platform.
"Of course, there are also some online shopping platforms or express delivery companies that give consumers multiple delivery options on express delivery options, and can choose to deliver and store them in express lockers or self-pick-up at stations, etc. This service is agreed by consumers in advance and does not constitute a breach of contract." Yang Daqing said.
Solve the key point of express delivery not coming to the door
On January 7, the website of the State Post Bureau published a notice on the Administrative Measures for the Express Delivery Market (Revised Draft) (Draft for Solicitation of Comments) for public comment. The Draft Opinion mentions that enterprises engaged in express delivery business shall not confirm the receipt of express mail on behalf of users without the consent of users, and shall not deliver express mail to smart express boxes, express delivery service stations and other express delivery terminal service facilities without authorization.
In fact, many places have previously issued relevant rules, clearly stating that without the consent of users, express mail must not be put into the smart express box or station. However, from the perspective of actual results, this cannot completely eliminate the phenomenon of "fast but not delivered".
Yang Daqing told the reporter of Zhongxin Jingwei that the problem of express delivery not going to the door is the contradiction between the high-quality development direction of the express delivery industry and the two actual developments. The first contradiction is that franchised express delivery companies rely on the rise of cheap labor, but with the ebb and flow of demographic dividends, franchised express delivery is generally facing front-line recruitment difficulties, difficult to retain people, and difficult to guarantee terminal distribution; another contradiction is the cheap symbiosis mode formed by franchised express delivery companies and some e-commerce platforms, that is, the ecology of "exchanging low price for scale, exchanging scale for efficiency", which contradicts the increasingly high service quality requirements of consumers, and the low-cost model is difficult to support high-quality services.
Yang Daqing believes that to fundamentally control the lack of express delivery, it is necessary to face up to the phased problems of the industry, strengthen the standardization and standardization of express delivery, and promote service upgrading with standards and norms; it is necessary to strengthen the construction of laws and regulations to curb the undesirable competition that penetrates the price bottom line, strengthen the construction and implementation of laws and regulations, and put an end to the bad competition of bad currency expelling good money; it is necessary to strengthen the integration and development of the express delivery industry, enhance the comprehensive competitive strength of industry enterprises, and promote service upgrades; and it is necessary to continuously improve the guarantee capabilities of terminal service facilities and equipment such as smart express cabinets and community stations to meet the needs of personalized services.
Zhao Xiaomin believes that to completely solve this problem, we must also start from solving the distribution of benefits of the terminal courier. "For express delivery companies, there is no room for bargaining to solve the problem of express delivery not coming to the door, and the internal operating system must be adjusted in accordance with relevant regulations." Zhao Xiaomin said, "The assessment and incentive method of express delivery enterprises on outlets should be changed, and profits should be given to outlets; the incentive mechanism for couriers should be changed, according to the requirements of the recipient, a piece-counting standard should be adopted for express delivery to the door, and another piece-counting standard should be adopted for express delivery at the station or express delivery cabinet." If the express delivery company cannot adjust in time, it will face the danger of losing market share. (Zhongxin Jingwei APP)
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